Customer Satisfaction

Collect feedbackfrom your clients

Identify your pain points and enchantment levers with all your targets in 48 hours with Episto. Discover your NPS along with rich and authentic verbatims.

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Customer Satisfaction Study Illustration

48hcollection on average

+250satisfaction studies conducted

30+sectors addressed

What is a satisfaction study? ?

A satisfaction study measures the quality of the experience lived by your clients at each stage of their journey. It transforms subjective feelings into comparable indicators over time, to precisely identify what fosters loyalty, what disappoints, and what is a priority to improve.

NPS: Net Promoter Score

Measures your clients' propensity to recommend your brand. The most widely used loyalty indicator in the world.

CSAT: Customer Satisfaction Score

Overall satisfaction score or on a specific touchpoint. Simple, quick, and directly actionable.

CES: Customer Effort Score

Measures the effort perceived by the client to accomplish an action. The lower the effort, the stronger the loyalty.

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In what cases to launch a satisfaction survey ?

  • Mesurer la satisfaction de vos clients après un achat ou une interaction
  • Identifier ce qui génère de la fidélité ou de l'attrition
  • Comparer votre niveau de satisfaction à celui de vos concurrents
  • Évaluer l'impact d'une amélioration produit ou service sur l'expérience client
  • Suivre l'évolution de la satisfaction dans le temps par segment
  • Prioriser vos chantiers d'amélioration grâce aux verbatims clients

How Episto carries out your satisfaction survey ?

From questionnaire design to insight delivery, everything is integrated on the platform.

  1. 1

    Framing & questionnaire

    We define your KPIs and design the questionnaire, independently or with your expert team. Validation in 24h.

  2. 2

    Multi-source recruitment

    Multi-source recruitment, worldwide, with quotas on your target: B2C, B2B, and consumer categories.

  3. 3

    Field & AI analysis

    Real-time data collection, automatic coding of verbatim comments, analysis, and AI-quantified reporting.

See our complete methodology

Why Episto ?

From questionnaire design to insight delivery, everything is integrated on a single platform.

A conversational questionnaire

Engage your respondents with a smooth and natural interview experience, with verbatims up to 3 times longer.

Your studies in just a few days

A field completed in an average of 48 hours, from launch to analysis, without compromising on quality.

Qualitative and quantitative combined

Thanks to AI, combine actionable data and rich insights in a single study.

All your targets accessible

Via social networks or your own databases, reach all types of respondents around the world.

Live results

Your data accessible, translated and analyzable in real time on the Episto platform.

Expert support

The Episto team is by your side at every step, or independently if you prefer.

All your questions about

Find the answers to your questions here or contact us directly!

A classic collection project is completed in less than a week, from briefing to the availability of results. A need for support on questionnaire drafting and/or analysis can logically extend this timeframe.

Yes : a single platform to design, program, launch, and analyze your quantitative and qualitative studies. All the necessary features are available to you on the Episto platform.

Episto covers over 190 countries through social sampling via social media, which is used worldwide. Multi-country studies are launched and monitored simultaneously from the same platform.

AI is involved at every stage of your studies: generating questionnaires, automatically conducting qualitative interviews, analyzing and coding verbatim responses, and AI Insights assistant to question your results as you would with an expert. These features save our clients entire days of work per project.

Yes, Episto Connect includes a module to distribute your questionnaire directly from the platform to your CRM database, via email or SMS. You can also combine your internal database with social sampling recruitment to reach non-customers.

Episto's social sampling method has undergone rigorous parallel testing by the biggest research institutes (Opinionway, Kantar, Ifop, GfK). The non-compensation of respondents is the number one guarantee against over-reporting biases and professional respondents. Additionally, Episto can implement, in addition to its usual quality controls, other ad hoc controls on your study.

Episto is a French platform whose data is hosted in Europe, in total compliance with GDPR. This is a particularly important point for large brands and institutions that have strict requirements regarding data sovereignty.

Ready to discover Episto solutions?

Reliable, fast, and actionable insights for your next decisions.

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